Helping to build a brighter future for A&W repairs

Adur & Worthing Councils are two local government bodies, Adur District Council and Worthing Borough Council, in West Sussex, England. They have operated under a joint management structure, with a single Chief Executive, since 1 April 2008.

Both councils are undergoing a large digital restructure of their products and services.

Client

Adur & Worthing Councils

Year

2017

Platform

Web, Mobile

Our Services

UX, Design

Purpose

Adur & Worthing approached us to help prototype a radical new digital repairs service. The current systems were antiquated and they wanted to offer a more innovative, digital product to residents.

Challenges

The project involved four different and unique service areas: self-service, customer service, scheduling and workforce. With a multitude of stakeholders across these departments and services, our biggest challenge was capturing their needs and feeding that into the design of the product.

Our Approach

We used our initial research to plan out and map each service area in full. This allowed us to get feedback and validate our findings and ensured the structure of the application was relevant to the audience’s needs.

We worked closely with Adur & Worthing's product team, having fortnightly sprints to keep things on track.

VALIDATING

Realising the prototype

Once we’d mapped out the relevant user journeys, we conducted a round of research and development to discuss how the product would look and function, as well as how it could tie into Adur & Worthing’s corporate guidelines.

CREATIVE

Designing the interface

We took the feedback from the prototyping stage and created an interface foundation across the applications, based on a pattern library, which we then tested with various stakeholders.

The Result

The outcome was the design of a full suite of products across the four service areas, tailored to the needs of multiple audiences, from home users to the mobile repair workforce, customer service team and scheduling team.

The user experience is seamless across the various departments, and once implemented in full is set to revolutionise the way the councils develop and run future products and services.

We were very impressed with Wolfcub, genuine & knowledgeable. They demonstrated innovative workshops & team support with really workable ideas & solutions.
Keziahh Chandler - Senior Programme Officer, Adur & Worthing Councils